Alba Rivas Cepeda
Intake Specialist @Cohere Health
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WORK HISTORY
Intake Specialist @Cohere Health
Intake Specialist: Drove optimal customer satisfaction and retention at a client facing healthcare software company by upholding SLAs with a diverse client base, verifying project alignment to the established timeline, and exceeding customer expectations ensuring patients’ care and doctors’ satisfaction within HIPAA standards. Generated daily musculoskeletal and surgical prior authorization requests through phone, email, and fax, showcasing precision and efficiency in healthcare documentation. Provider Outreach/ Platform Adoption: Propelled Cohere portal usage by 30% through a targeted adoption initiative, enhancing user engagement and accessibility. Earned positive provider feedback by delivering excellent customer service, communication, and professionalism in every interaction. Technical Support: Delivered seamless technical support, troubleshooting, and password resets, ensuring uninterrupted workflow and user satisfaction using JIRA. Resolution Team: Utilized a multi-channel communication approach, including phone, email, and fax, to effectively engage with clients and close JIRA tickets, leading to a 95% success rate in issue resolution and customer support. This proactive communication strategy enhanced customer satisfaction and streamlined the support process for maximum efficiency. Achieved resolution review for customer success escalations, swiftly addressing issues and ensuring customer satisfaction.
EDUCATION
The College of New Jersey
Bachelor of Science - BS, Exersice Science
ABOUT ALBA RIVAS CEPEDA
Hi, I\'m Alba! Results-driven professional with 8 years of experience in patient…
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